Damp and mould

We held a productive customer engagement session in June 2025 on damp and mould and the incoming Awaab's Law.  
 
It was an opportunity to talk customers through our approach to damp and mould, how we deal with it and what they can expect from us, as well as get their feedback on our approach.  

Listen and act

Listen — Customers told us they'd like us to use different methods in the triage and diagnosis of damp and mould to support customer vulnerabilities. ​

Act — We're trialling using video calls to complete surveys. Before investigating damp and mould, we complete a customer risk assessment before assessing any photos, videos and descriptions of the issue. 

Listen — Customers told us that it can take too long to resolve a damp and mould case and contractors can cause delays to cases being resolved.

Act — The introduction of Awaab's Law provides new timescales for us to adhere to, which'll mean cases are resolved much quicker.